Akash Dhaka
Delhi
Summary
Delivery management professional with a knack for strategic planning and operational excellence, bringing a wealth of experience in team leadership and optimizing processes. Known for fostering collaborative environments and driving results, seamlessly adapting to changing requirements and ensuring consistent performance. My communication and conflict-resolution skills are assets valued by employers.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Associate Manager-Cloud and Infra Managed Services
Accenture Solutions Private Limited
Gurugram
06.2021 - Current
- Spearheaded end-to-end service delivery for key client, ensuring high-quality IT support across multiple technology domains.
- Developed comprehensive project plans and IT service strategies, managing resource allocation and risk management.
- Led and mentored IT teams while coordinating cross-functional efforts and vendor performance.
- Managed financials and profit margins by coordinating efforts between corporate, customer, and third-party vendors.
- Facilitated creation of project artifacts and documentation to ensure knowledge sharing and adherence to best practices.
- Conducted regular team meetings to review project health, risks, issues, and progress to ensure alignment with goals.
- Provided stakeholders with regular service performance status reports, ensuring transparency on progress and issues.
- Acted as primary liaison for stakeholders, aligning IT services with business needs and fostering strong relationships.
Lead Engineer
Guardian Life Insurance Company of America
Gurugram
02.2020 - 06.2021
- Executed user onboarding and offboarding processes for Office 365.
- Coordinated cross-functional teams to ensure project alignment and delivery.
- Developed technical specifications and design documents for new features.
- Mentored junior engineers on best practices and coding standards.
- Created and maintained distribution groups, shared mailboxes, and resource mailboxes.
- Developed SharePoint sites and enabled user access to SharePoint.
- Monitored mail flow between partner domains and external domains for optimal performance.
- Administered on-premises Exchange servers to uphold service integrity.
Technical Consultant
Wipro Limited
New Delhi
04.2017 - 01.2020
- Resolved complex technical issues in Office 365 and Exchange Online for Microsoft customers.
- Administered support for Office 365 systems, ensuring optimal operation and user satisfaction.
- Guided Tier 1 Engineers in troubleshooting procedures to enhance service efficiency.
- Maintained ticket health by involving customers at critical stages of issue resolution.
- Supported Exchange Infrastructure for customers across US, UK, and Asia Pacific regions.
- Conducted research on acute technical problems, developing effective resolutions.
- Handled escalated cases based on request or history to ensure timely resolution.
- Provided customer assistance via email and remote support on Office 365 and Exchange Online.
Assistant Team Leader
Rajveer Solutions Private Limited
Noida
07.2015 - 03.2017
- Facilitated knowledge transfer sessions to enhance team expertise and knowledge management.
Delivered consultative technical assistance, guiding customers to optimal solutions through tailored information.
Identified customer needs during service calls to drive upselling and cross-selling opportunities.
Processed new orders efficiently while addressing inquiries related to existing orders.
Contributed to a Lean project aimed at reducing handling time and minimizing customer complaints.
Technical Support Officer
Iqor India Services Pvt Ltd
Noida
01.2013 - 02.2015
- Supported Internet services, broadband, routers, and modems for customer inquiries.
- Assisted customers in resolving queries via phone, email, or chat.
Education
Bachelor of Science - Computer Science
Skyline Institute of Engineering & Technology
Greater Noida08-2012
Intermediate - Science
GSBV Delhi
Delhi07-2007
Matriculation - Science
GSBV Delhi
Delhi06-2005
Skills
- IT Delivery Management expertise
- Stakeholder Engagement
- Cross-functional team leadership
- Operational excellence
- SLA adherence
- ITIL framework application
- Budgeting and forecasting
- M365 administration & implementation
- Exchange Online management
- SharePoint Online administration
- Intune management
- Microsoft Azure policies
- Exchange on-premises maintenance
- Outlook troubleshooting
- AWS Administration
- Data loss protection strategies
- eDiscovery and retention policies
- Active Directory integration
- Hybrid migration techniques
- SMTP relay knowledge
- Networking fundamentals
Certification
- ITIL V4 Certified
- Microsoft Certified Azure Administrator Associate AZ-104 Certified.
- Microsoft 365 Certified Microsoft 365 Fundamentals -MS 900 Certified
- Microsoft 365 Certified Messaging Administrator Associate - MS 203 Certified
- Microsoft 365 Certified Teams Administrator Associate – MS 700 Certified
- Cleared MS-100 Examination-> Microsoft 365 Identity and Services.
- Cleared MS-101 Examination-> Microsoft 365 Mobility and Security
- Achieved Microsoft 365 Certified Enterprise Administrator Expert
Disclaimer
I hereby declare that all the information mentioned above is correct. Akash Dhaka
Training
Training Program on Communication Skills at NTPC Ltd Noida,2013. Attended seminar on Team Building delivered at Rajveer Solutions Pvt Ltd, Noida 2015. Training program on optimum utilization of resources at Rajveer Solutions Pvt Ltd, Noida 2016.
Timeline
Associate Manager-Cloud and Infra Managed Services
Accenture Solutions Private Limited
06.2021 - Current
Lead Engineer
Guardian Life Insurance Company of America
02.2020 - 06.2021
Technical Consultant
Wipro Limited
04.2017 - 01.2020
Assistant Team Leader
Rajveer Solutions Private Limited
07.2015 - 03.2017
Technical Support Officer
Iqor India Services Pvt Ltd
01.2013 - 02.2015
Bachelor of Science - Computer Science
Skyline Institute of Engineering & Technology
Intermediate - Science
GSBV Delhi
Matriculation - Science
GSBV Delhi
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